Client Review on The Toronto-Dominion Bank

Feedback:

We called in to expedite a transfer by zelle faster the rep stated that td bank does not control the transfers and we would have to call zelle directly. We chose to just use the card instead of moving funds but our card declined and we called in again speaking to someone else whom stated cannot verify my card so I provided my name for account verification. She then asked if she can send a code to my new phone number but then said she cannot use that because it has to be on the account for a long while, which is odd, so I gave my husbands number which has been on the account since we opened it and she said she cant use that either. Then said I can go to a branch to resolve, I stated there is no branch here in GA so what is another option she said oh there isn't one. I asked for her supervisor and then Pam got on the phone and said the same thing I said many times that this needed to be resolved today but she just kept saying sorry. I advised that they all have my birth certificate, marriage license, social security number, address, DL and phone numbers what else is there? She said there was a charge last year in February for uber that was not verified I said I have never used uber and I am looking at the statement and that charge isn't there and she said whoops I meant Amazon in March. I said no that is not on here either. She said regardless there is a block on your account and without verifying you we cannot remove it I said use my husbands phone which is on the account to verify she said no you have to go to a branch I said the closet branch is in SC over three(3) hours from us and again what is the charge and then she said "I cannot tell you that". I asked why and she said there is nothing more for me to do for you. I demanded her manager and she said she reports to corporate and if i wanted to write a letter and mail it I can I said I need a phone number and she said no. I then asked why she won't transfer me to corporate and she said because there isn't a number; I asked how she got in touch with them and she refused to answer. She told me she could stay on the phone all day and repeat the same thing to me all day that she cannot help me and I said that is fine; then she said she was disconnecting the call because I got angry and called her out for her empty apologies and continued to refuse to send a verification code to my husbands phone. My husband then got on the phone and they stated yelling at each other and she hung up on him. The level of disrespect for your customers and refusal to assist with valid options is beyond me. Where is the convenience? Where is the pride to go above and beyond to help your customers? I have been in customer service for over a decade and I understand there are policies to be followed but flat out refusing to help someone is ethically unacceptable. Not to mention we then called zelle immediately afterwards and they said "why would td bank tell you we control the transfers when they control that and can easily up to amount allowed or expedite it?" and he apologized to us for td bank's lack of customer service basics and lying to us. Also, I then called a branch and rachel was able to not only verify all of my information but could not see this uber or amazon charge that Pam told me was on the account but wasn't able to lift the hold and suggested I call back in and hopefully someone could lift it. SMH we are closing our account.